Allow portal customers to resolve an issue

[Antje Wellbrock-Wicknig]

We are using a team managed service project.

Is there by any chance a way to allow the portal customers to resolve their own ticket like it is possible in the company managed projects?

[Joseph Chung Yin · Accepted solution]

@Antje Wellbrock-Wicknig -

As of right now, it is not possible to achieve what you wanted with TMP.  It is only available for CMP.  Customer Transitions" is still being worked out by Atlassian.

You may want to submit a question directly to Atlassian Support for update on when they will provide this type of functionality for TMP (https://support.atlassian.com).

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Dam]

Hi @Antje Wellbrock-Wicknig 

It's possible, just follow the steps here: https://support.atlassian.com/jira-service-management-cloud/docs/show-a-workflow-transition-in-the-portal/

You need to show workflow transitions in the portal so customers can transition requests themselves ;) 

I hope this helps. 

Cheers,
Dam. 

[Antje Wellbrock-Wicknig]

Hi @Dam 

Thanks for your prompt feedback. I already read the article on the link.

Unfortunately this helps not, as the steps refers to a company managed service project and we are using a a team managed service project.

I don't have workflows on the project settings, no pencil icon, no option Diagram and so on.

Is there a way to offer this for team managed service projects as well?

[Dam]

Like the doc mentions: 

You must be a project administrator to show a workflow transition in the portal.

Then you need to discuss with the admin of the project... cause only a project admin can edit the workflow for you... Have a meeting with him or her, express your needs, show him / her the doc I sent you... Then he can work and do the necessary modification for you hopefully. 

I'm sorry there is no others way round, you need to be a project admin to do it by yourself. 

I hope this help a bit at least. 

Cheers,
Dam. 

[Antje Wellbrock-Wicknig]

I am one of the admins for this projects but don't see the option mentioned in the instruction.

As the instruction says it is for a company-managend-projects:

and we are using a teams-managed project, I am pretty sure that this is the problem. Therefor I was wondering, if there is an instruction for team-managed projects as well, as I haven't found anything like this until now.

[Dam]

Hummm yeah that's the main problem... Sorry I read a bit fast your last reply @Antje Wellbrock-Wicknig 

Then I think you can't do it, I try to dig also into the doc but can't find it... As within a team-managed project you have a limited version of the workflow editor, then I think you can't allow customer to transition issues. 

There is a doc to migrate from a team-managed project to a company-managed project, but the impacts are important... 

https://support.atlassian.com/jira-service-management-cloud/docs/migrate-between-next-gen-and-classic-projects/

There is important differences between both project types, here is the link also... 
A bit more for me this one, but hey... there is always something new to learn :)  

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-jira-service-management-next-gen-projects/

I'm sorry I can't help much more here. 

Dam.